What are the responsibilities and job description for the Customer Service Supervisor position at GRC Technologies?
Job Summary
The Customer Service Supervisor is a hands‑on operational role responsible for supporting customer order processing, backlog management, on time delivery, and accurate customer communication for Oil & Gas customers. This role works closely with Manufacturing, Supply Chain, and Finance to ensure orders are processed, billed, and invoiced accurately and on time. The Supervisor shares workload with the Customer Service Officer, provides escalation support, and ensures organized planning and execution within Oracle Fusion ERP. Reports to the Senior Director of GRC.
Essential Duties & Tasks
- Monitor and manage daily backlog to ensure orders progress through fulfillment stages.
- Coordinate with Manufacturing and Supply Chain to confirm production dates, material availability, and shipment schedules.
- Provide accurate lead‑time updates and proactively communicate delays to customers.
- Ensure all shipped orders are billed and invoiced in Oracle Fusion before or on month‑end close.
- Support order entry, order changes, and account adjustments directly in Oracle Fusion.
- Handle customer inquiries, billing questions, and delivery status requests.
- Share workload with the Customer Service Officer and provide hands‑on operational support.
- Track on‑time delivery performance and escalate risks promptly.
- Maintain accurate customer records and documentation.
- Prepare weekly reports on backlog, delivery performance, lead‑time accuracy, and month‑end readiness.
- Identify recurring issues and recommend process improvements.
- Collaborate with internal teams to resolve order‑related issues and ensure customer commitments align with operational capabilities.
Tools & Technology
- Oracle Fusion ERP (order processing, billing, invoicing, adjustments, tracking)
- MS Dynamics CRM or similar customer management platforms
Knowledge, Skills & Abilities (KSAs)
Knowledge
- Manufacturing or Oil & Gas customer service operations
- Order processing, backlog management, and delivery coordination
- Billing and invoicing workflows
- ERP systems (Oracle Fusion preferred)
Skills
- Strong communication and customer‑facing skills
- Data analysis and trend identification
- Problem‑solving and issue resolution
- Planning, organization, and prioritization
- Cross‑functional coordination
Abilities
- High attention to detail
- Ability to manage multiple priorities in a fast‑paced environment
- Ability to maintain accurate records and documentation
- Ability to work hands‑on and support daily operational tasks
- Ability to escalate issues promptly and professionally
Work Context
- Fast‑paced manufacturing and Oil & Gas environment
- Frequent coordination with Manufacturing, Supply Chain, Sales, and Finance
- Daily use of Oracle Fusion ERP and CRM systems
- Requires early‑morning meetings or cross‑time‑zone communication
- Hands‑on operational role, not purely supervisory
- High accountability for backlog accuracy, on‑time delivery, and month‑end billing completion
KPIs & Reporting
- Track and report key KPIs including backlog accuracy, on time delivery, lead‑time performance, and customer response times.
- Ensure 100% of shipped orders are billed and invoiced in Oracle Fusion before or on month‑end close to support accurate financial reporting.
Experience, Education & Qualifications
- Education: Bachelor’s degree in business, Supply Chain, or related field.
- 5 years of customer service experience, preferably in manufacturing or Oil & Gas
- 3 years in a senior, lead, or supervisory role with hands‑on operational responsibilities
- Proficiency in Oracle Fusion ERP (required)
- Strong organizational, planning, and prioritization skills
- Excellent communication and customer service skills
- Ability to analyze data and recommend process improvements
- Experience with MS Dynamics CRM or similar platforms